Figure 48. SIP Signaling Channel Configuration dialog box
The number of configured channels and licensed channels are displayed.
MaxACD is set by default to support 60 SIP extension channels. You can change the number of SIP extension channels and tie-trunk channels. The maximum number possible depends of the system CPU performance, call volume, and usage. If a high performance machine is used as the MaxACD server, the number of channels can be more than 1000. If you change the numbers in this dialog box, you must shut down and restart the switching and gateway services for this change to take effect. When the services restart, the new configuration appears in the Currently Configured Channels fields.
The SIP Trunking Configuration button opens the SIP Trunking Configuration dialog box. (See “SIP Trunk Properties” on page 84.)
Configuring Virtual Component HMCP
Note: An AltiGen HMCP Media Server license is required to activate an HMCP media server. If you change the number of SIP extensions or tie trunk channels, you must stop and restart the switching and gateway services.
Configuring Virtual Component HMCP
Figure 49. License Information dialog box
HMCP (Host Media Control Processing) is a virtual component that uses a CPU to provide the following functions:
1. Process VoIP media stream
• Encode, decode, and transcode voice stream • Detect and generate tone for IP devices • Play music when device is on hold • Process IP paging
2. Play and record voice files
• Announce system and queue phrases • Process auto attendant
• Process voice mail • Call recording
3. Provide conferencing resources • Barge-in/silent monitor/coaching
You can configure HMCP resources, by double-clicking an HMCP component in Components view and then clicking the Component Configuration button.
Chapter 11: Component Configuration
Figure 50. Component Configuration dialog box
You may change the assigned number by entering a different number (up to the number your system is licensed for and not to exceed the maximum limit for each HMCP component) in the Assigned to this component fields and clicking Apply.
HMCP Resources – Shows the total number licensed (if applicable), total currently assigned, and the number assigned to this HMCP component for the following resource types:
• Voice Processing Resources (VPR) • Agent Supervision Bridges
The maximum number of resources that can be assigned to each HMCP virtual component is as follows: • G.711 VPR – 1,000
• G.711/G.723/G.729 VPR – 200 • Agent Supervision Bridges – 20 Notes
• 1,000 G.711 voice processing resources will be licensed to the system when one AltiGen HMCP Media Server license is registered.
• The more VPR assigned, the slower the system will be when it starts up. To calculate the optimized number of VPR you need, use the following formula:
Total G.711 VPR = Total number of extensions X 2
Total G.711/723/729 VPR = Total of SIP Trunks + Total Tie Trunk Channels that will use compressed codec
If you increase or decrease the number of HMCP resources, you must reboot the system (both the primary and secondary servers) so that the changes can take effect. If your HMCP server is outside of the MaxACD system, then you must restart the HMCP server first, before restarting the primary and secondary servers.
Configuring Virtual Component HMCP
• Adding HMCP licenses or changing assigned numbers does not require restarting the MaxACD switching service.
• In the event that you need to decrease the assigned numbers of HMCP resources (reassigned to the second HMCP server, for example), the system must be rebooted for the configuration to take effect. Parameters in IP Header – QoS and TTL assignments.
QoS assignment – IP TOS/DiffServ Byte Value. The default TOS/DiffServ byte hex value “A0” (10100000) signals the network switch and router that RTP packets are “Critical”. To set the value for Diffserv Code Expedited Forwarding (DSCP EF), you can enter hex value “B8” (10111000).
TTL assignment – for IP paging multicasting only. The purpose of the TTL (Time To Live) is to regulate how many hosts the IP paging packets can pass through. The TTL value is reduced by one on every hop. You may need to adjust this value if there are remote IP phones at different locations that register to MaxACD through WAN and require the IP paging feature. The value will be the number of routers from MaxACD to remote IP phone plus one.
Note: In order to use the QoS parameters in IP headers, you must first install the NetFilter driver. To do this, run setup.exe in the NetFilter Driver folder on your MaxACD install CD.
Assign HMCP Resources to Extensions
After you configure the HMCP component, you need to configure extensions to use the HMCP voice processing and recording resources.
In Extension Configuration > General > IP Extension panel, change the Home Media Server ID to the HMCP Media Server ID if necessary. Please refer to the following scenarios.
Scenario 1 - HMCP Media Server inside MaxACD Server
For fewer than 200 agents, you may consolidate the MaxACD and HMCP into one server. The IP extension Home Media Server ID should be assigned to “00” by default. You do not need to change this number since both MaxACD and HMCP media server are in the ID “00”.
Figure 51. HMCP Media Server inside MaxACD Server
Scenario 2: Single Standalone HMCP Media Server
For 200 to 1,000 agents without an extensive amount of recording resources, and fewer than 200 concurrent recording sessions, you may deploy a stand-alone HMCP media server. The Home Media Server ID should be changed to “01” for all extensions, assuming HMCP media server is using ID 01.
Chapter 11: Component Configuration
Figure 52. Single Standalone HMCP Media Server
Scenario 3: Multiple HMCP Media Servers
For large call center agent installations, you may deploy multiple HMCP media servers to achieve load balanc- ing and failover protection.
To achieve load balancing, you need to divide and assign extensions to different Home Media Server IDs. The following guidelines may help you make decisions when assigning extensions to different Home Media Server IDs.
• Equally divide the extensions that require centralized recording and assign them to different HMCP media servers.
• Assign extensions in a department to the same media server.
Figure 53. Multiple HMCP Media Servers
If you have two or more HMCP media servers, the system will provide failover in the event that one media server is off-line. When the home media server for an IP extension is not available, the media manager in the system will search available resources from other media servers when that extension requests media service. This will happen automatically (no configuration required) and dynamically (the resource may come from a different media server each time that extension requests a media resource).
C
H A P T E R12
Trunk Configuration
Trunk attributes and parameters are set using the Trunk Configuration window. The attributes and options available depend on the type of component and trunk. This chapter discusses general configuration options applicable to all trunks, followed by specific configuration options for the following trunk types:
• SIP tie trunk, “SIP Tie Trunk Properties” on page 83 • SIP trunk for ITSP, “SIP Trunk Properties” on page 84
This chapter also discusses incoming call routing ( on page 87) and outgoing call blocking (page 88), both configurable on tabs in the Trunk Configuration window.
Trunks Out of Service
If none of the trunks are available when an outside call is placed, the caller will hear the system prompt: “All outside lines are busy. Please try again later.”
Channel Identification
To find out channel information, right-click a trunk in the Trunk View window, and select Channel Physical Location. The box shows component ID, component name, channel group type, and channel ID.
Figure 54. Channel Information box